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International Journal for Quality in Health Care 8:175-185 (1996)
© 1996 International Society for Quality in Health Care

other

Patient Satisfaction on a Medical Day Ward: a Comparison of Nurse-led and Physician-led Services

JOHN SITZIA, JANE FITT, RHONA BUCKINGHAM and CLARE DIKKEN

Worthing Nursing Development Unit Day Ward, Worthing Hospital, Worthing, UK

Patient satisfaction on a medical Day Ward at Worthing Hospital, England, was investigated using a self-report questionnaire. One-hundred and fifty-five respondents provided quantitative data on waiting times, patient information, anxiety, ward environment, and nursing care. Patients attending for physician-led, investigative procedures were found to be more anxious and generally far less satisfied than those attending for nurse-led, non-investigative procedures. Patients aged under 60 were similarly less satisfield. Regarding nursing care, respondents were most satisfied with "nurses' technical skills", and least satisfied with "concern for patients' privacy". The study allowed staff to systematically evaluate patient satisfaction and provided direction for service improvements. Future work should aim to identify the relative importance of aspects of care, and to further compare nurse-led and physician-led services. Copyright © 1996 Elsevier Science Ltd.

Keywords: Patient satisfaction, nursing care, day medicine, quality of health care, nursing research

John Sitzia, Worthing Nursing Development Unit, Day Ward, Worthing Hospital, Park Avenue, Worthing BN112DH, UK. Tel. 01903 205111, extension 5795; Fax 01903 285045.

Received for publication May 10, 1995. Accepted for publication January 2, 1996.


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